Venkat Ram Reddy Gomaram

Experience

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  Avaya

  May 2011 - Feb 2015

  Senior Technical Specialist
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  Hewlett Packard Enterprise

  Feb 2015 - Apr 2017

  Svc Delivery Consultant
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  DXC Technology

  Apr 2017 - Mar 2020

  Consultant
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  Avaya

  Mar 2020 - now

  Service Delivery | Support Services | Senior Lead at Avaya

  Technically adept and customer-focused leader who drives operational excellence through effective team management, continuous improvement, and technical expertise. Overseeing day-to-day IP-Telephony operations and leading teams to maintain exceptional customer service through Service Desk platforms.Key responsibilities:• Leadership: Lead and mentor Level-1 and Level-2 engineers, building a team of subject matter experts. Delegate tasks, evaluate performance, and provide internal feedback for continuous improvement.• Service Delivery: Ensure timely delivery of services by managing SLAs across locations. Monitor KPIs and resource utilization to ensure efficiency.• Process Improvement: Document, update, and publish SOPs based on stakeholder input. Proactively identify and address pain points through customer feedback and operational reviews.• Technical Expertise: Stay proficient in new Avaya technologies and implement them for increased efficiency. Adapt to scope changes and manage service exceptions by engaging relevant regional and global teams.• Compliance: Ensure all activities meet agreed standards and regulations. Show less